23/11/2022
Long post alert but please read to the end!
Allow me to introduce myself...My name is Shanna Wallace, and for the past 4 years I have worked as a collections agent for a Debt Collection agency in Glasgow.
Now before you start hurling abuse about how my job is the worst job in the world, and you don't know how I sleep at night, I want to give you some insight into my role.
For the past 3 years, my team have been contracted out to a high street bank. When we started the contract, the processes we were following were business as usual i.e. contacting customers who had fallen behind with loan or credit card payments, or who had gone over limit on their current accounts. It was our job to listen to customer's individual circumstances and agree suitable arrangements for them to repay their debt, based on their affordability, as well as signposting them to free money advice services such as StepChange Debt Charity, Turn2Us or Citizens Advice Bureau.
Then came Covid19 and the world turned upside down! Suddenly our calls were much more intense. People were put on furlough, businesses collapsed meaning people were left jobless, some of those who were self-employed fell through the cracks when the Government paid out grants to help those in need, and so had no income whatsoever! Our team were responsible for helping those in need of support, authorising payment holidays on loans and credit cards and offering whichever solutions were available and relevant to each customer.
But for myself and I'm sure many of my colleagues, the worst part of our job at that time was hearing people's struggles. We were some of the lucky ones who had a stable job all through the pandemic. But for some of our customers on the other end of the line, their situation was awful! Many people live from payday to payday, with little to no money left over; some even live beyond their means. Nobody could ever have predicted Covid19 ever happening, never mind its devastating impacts!
The impact of losing loved ones; suffering from long Covid; furlough; redundancy: These impacts forced many into serious financial difficulty and for many, their mental health deteriorated. People were genuinely worried about losing their homes and didn't know how they were going to survive throughout the pandemic. Almost daily, our team would speak with customers who were contemplating su***de.
You see, for the most part, those who have fallen into arrears have done so through no fault of their own. Nine times out of ten, a change of circumstances has thrust them into that position. That change could be relationship breakdown, bereavement, an injury or health issue that means a person can no longer work the way they used to, or something completely unpredictable like a global pandemic!
Through my job, we have helped thousands of people find the best solutions to clear their debt and reassured them that there is always an option to help them move forward. So, do you still think my job is the worst in the world? I personally feel grateful to be in a position to be able to help those in financial difficulty!
But now we have the cost of living crisis and again people are being forced into financial difficulty. I feel it is my duty to help as many people as I can to deal with their debts and give guidance on how or where they can get the help they need.
If you or someone you know are struggling with debt and don't know where to turn or what to do about it, please reach out to me.
All contact will be kept strictly confidential. So no matter who you are, whether I've known you a minute or a lifetime, or if we've never met before, please contact me. I genuinely want to help as many people as I can.
Shanna xx
Offering guidance and support for those facing financial hardship
